Support automation


Support automation

Support automation - is the name given to software platforms designed for technical support and service organizations to address problems and to achieve lower mean time to repair (MTTR) by automating problem prevention and resolution processes.

Support automation involves the building of a knowledge base of known issues and their resolutions to support incidents with delivery mechanisms. A service automation platform includes a suite of support solutions including proactive support, assisted support and self support.

With automated support, service organizations can deliver 24x7 availability to their customers by monitoring alarms, identifying problems at an early stage and resolving issues before they become problems. Automated assisted support enables remote access to sites that need instant problem solving. By automating the collection of information of devices and applications coexisting with the supported application, problems can be quickly detected and fixed.

Automated self support, automates the self support process, freeing users from self-help diagnostics and troubleshooting from on-line libraries or knowledge bases.Support automation solutions can be integrated with customer relationship management (CRM) systems and network management systems (NMS), and provide full customer reports to management tallying problems and incidents that were solved mechanically ensuring compliance to industry regulations like Sarbanes Oxley, 21 CFR part 11, and HIPAA.

Proactive support automation

Proactive Support Automation refers to support automation solutions that minimize downtime and enable 24x7 availability. This is achieved by constant health check tracking with diagnostic procedures to enable issue monitoring and problem solving.

Preemptive Support Automation

Preemptive Support Automation refers to a support solution that utilizes information that is either generated or culled from an application or service, e.g. log files, database queries, configuration changes, etc. This information can then be exploited to predict service degradations or interruptions. The upshot of this is a higher level of service/application availability for the underlying application

Self support automation

Self support automation is the term organizations give to their support structures that provide on-line libraries and tools for self-help and easy troubleshooting solutions to automatically and precisely diagnose and resolve problems and incidents.

Assisted support automation

Assisted support automation is the software that enables support personnel to remotely access their customers desktop or server for diagnostics and trouble ticket resolution.


Wikimedia Foundation. 2010.

Look at other dictionaries:

  • Automation (disambiguation) — Automation is the operation of machinery without human supervision. Automation may also refer to: Computing *Build automation, the use of managed make tools *Business process automation, streamlining business operations with software *Electronic… …   Wikipedia

  • Support vector machine — Support vector machines (SVMs) are a set of related supervised learning methods used for classification and regression. Viewing input data as two sets of vectors in an n dimensional space, an SVM will construct a separating hyperplane in that… …   Wikipedia

  • Automation Alley — is a technology business association located in Southeast Michigan, U.S.A.. Since its founding in 1999, Automation Alley has expanded to encompass an eight county area that includes business, educational institutions, and government entities,… …   Wikipedia

  • Support vector machine — Machine à vecteurs de support Les machines à vecteurs de support ou séparateurs à vaste marge (en anglais Support Vector Machine, SVM) sont un ensemble de techniques d apprentissage supervisé destinées à résoudre des problèmes de… …   Wikipédia en Français

  • Automation Alliance — CoDeSys ist eine Entwicklungsumgebung für Speicherprogrammierbare Steuerungen (SPS) nach dem IEC 61131 3 Standard für die Applikationsentwicklung in der Industrieautomation. CoDeSys CoDeSys Screenshot und Logo Basisdaten …   Deutsch Wikipedia

  • automation network — The automation network combines all of the information collection devices, automatic identification technologies, and the automated information systems that either support or facilitate the joint reception, staging, onward movement, and… …   Military dictionary

  • Customer support — is a range of customer services to assist customers in making cost effective and correct use of a product.[1] It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product.[1]… …   Wikipedia

  • OLE Automation — In Microsoft Windows applications programming, OLE Automation (later renamed by Microsoft to just Automation,[1][2] although the old term remained in widespread use), is an inter process communication mechanism based on Component Object Model… …   Wikipedia

  • M1131 Fire Support Vehicle — Infobox Weapon name=Stryker caption=Stryker FSV cite web | url = http://www.army.mil/fact files site/stryker/index.html | title = Army Fact File Stryker | accessdate = 2006 07 31] origin= type= is vehicle=yes crew=2+9 length= 6.95 m (22.92 ft)… …   Wikipedia

  • Microsoft UI Automation — (UIA) is an Application Programming Interface (API) for User Interface (UI) accessibility that is designed to help Assistive Technology (AT) products interact with standard and custom UI elements of an application (or the operating system) as… …   Wikipedia


Share the article and excerpts

Direct link
Do a right-click on the link above
and select “Copy Link”

We are using cookies for the best presentation of our site. Continuing to use this site, you agree with this.